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Technical Support Specialist

1 week ago

Wellington, Wellington, New Zealand Clearcourse Full time

**Job Overview**

We are seeking a highly skilled Technical Support Specialist to join our Implementation team at ClearCourse. As a key member of our team, you will be responsible for providing technical support and resolving issues related to our bespoke EPOS systems and hardware.

Key Responsibilities:

  • Act as the first point of escalation within our implementation team, resolving technical issues in a timely and efficient manner.
  • Monitor, manage, and resolve incoming support tickets efficiently, ensuring Service Level Agreements (SLAs) are met.
  • Provide professional, timely updates to customers and maintain accurate contact records.
  • Collaborate with implementation, support, and 3rd-party providers to resolve technical issues.
  • Carry out basic hardware and network troubleshooting, including managing access to hosted servers.

Requirements:

  • Technical Background: Experience working with IT systems, preferably in a retail setting.
  • Customer Service Skills: Strong communication and a helpful, solution-focused approach.
  • Problem-Solving Ability: Confident troubleshooting hardware, software, and network issues.
  • Organisational Skills: Ability to prioritise tasks and work efficiently under pressure.
  • Team Player: Willingness to collaborate and contribute to the success of the team.
  • Flexibility: Ability to work weekends and Bank Holidays as part of a rota.